You need to read the contract with EE carefully. It used to be that the phone was provided as a gift in addition to the service, so that you couldn't hold the operator responsible in exactly this kind of situation.
The caveat to this though is that if you find a loophole that allows you to leave the contract early (in-contract price increases above RPI, for example) then you can leave early and keep the phone (I've done this two or three times in the past).
So things have changed back and the operators make it clear that your bill comprises of a component for the phone and a component for the service. I'd argue, then, that they're responsible for providing you with a working device.
Last edited by: Fursty Ferret on Mon 14 Jun 21 at 13:37
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